Summary This position is located in Patient Administration Service (PAS), of the Edward Hines VA Hospital. The primary purpose of this position is to serve as the integral link between the Medical Support Assistants and PAS in providing oversight, support, evaluation and tailored training as it is related to scheduling responsibilities and appointment management. The incumbent is responsible for performing appointment audits and other reviews for schedulers throughout the facility. Duties The incumbent develops, modifies and administers training programs for the scheduling staff and supervisors throughout the facility and tailors training for local needs and specific areas. In this capacity, the incumbent coordinates orientation activities and prepares material to educate new and experienced scheduling employees with the organization's mission, structure, history, objectives and policies of scheduling and high-level customer service.
He/she develops, reviews, analyzes, implements, and conducts training based on facility needs and performs analysis of audit findings related to access to care, scheduling, consult management, insurance capture, recall reminders, return to clinic orders, open encounters, and clinic profile management. On a continuing basis, the incumbent assesses training and education efforts to determine the effectiveness of the training program while keeping abreast of any changes or updates to directives related to scheduling. The incumbent provides management with periodic reports on the status of the training and an analysis of the effectiveness and capacity of the training program in achieving agency objectives and policies. The incumbent modifies annual training plans to stay within the guidelines established by VHA regulations and top management to meet training objectives. The incumbent provides detailed guidance to staff concerning scheduling procedures. The incumbent works with supervisors, managers and service chiefs to resolve discrepancies or conflicts with established schedulers training. The incumbent provides consultation and assistance in implementation of performance improvement activities.
The incumbent participates in all phases of training, developmental planning, implementation and evaluation and serves as the point of contact for routine development and one-on-one training matters. He/she incorporates training material and guidance prepared at the national level and develops and modifies procedures, courses, training guides and plans, and seeks alternative training sources when appropriate for local needs. The incumbent prepares internal office instructions governing local training development programs and works with all facility staff to identify and develop continuing education programs for facility quality improvement. He/she conducts formal and informal in-service and continuing education programs based on identified needs and provides training to all staff with the ability to schedule, coordinate and utilize appropriate teaching aids when applicable. The incumbent reviews, analyzes and evaluates training courses and programs to assess their quality and effectiveness and follows up on training to determine successful completion of courses. The incumbent ensures all assigned training and development needs meet the requirements of VHA guidance.
The incumbent ensures all assigned training and development needs meet the requirements of VHA guidance. Develops facility training plans and schedules monthly, annual trainings, reflected on a calendar including course, date, time and locations. Participates in facility, VISN and national committees along with the Patient Administration Service in representing the facility on topics such as, but not limited to, scheduling programs, access to care, consult management, clinic practice management and data support. Monitors facility wide master list for scheduling.
The incumbent provides assessments of scheduling processes through a standardized auditing mechanism. He/she conducts extensive reviews and analysis of data from diverse sources, assembles information, and develops reports or presentations. This monitoring requires an extensive knowledge of administrative practices and polices within the Veterans Health Administration (VHA). The incumbent plays an integral role in auditing, monitoring, and systems integrity. The incumbent must manage, advise or perform internal audits of scheduling activities and issue reports of audits that describe findings and recommended corrective actions.
Performs other related duties as assigned.
Work Schedule: Monday-Friday 7:30am-4:00pm, Tour of duty may vary based on the needs of the service.
Virtual: This is not a virtual position.
Position Description/PD#: Program Specialist / PD18218O
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required
Qualifications
To qualify for this position, VHA applicants must meet all requirements within (30 days) of the closing date of this announcement. 11/09/2026.
MOST CURRENT NON-AWARDSF-50 (YEAR 2026) MUST BE SUBMITTED WITH YOUR APPLICATION PACKAGE. FAILURE TO DO SO MAY DISQUALIFY YOU FROM FURTHER CONSIDERATION.
The incumbent has knowledge and experience with VHA scheduling directives and policy.
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.
You may qualify based on your experience and/or education as described below:
NOTE: SPECIALIZED EXPERIENCE MUST BE WELL DOCUMENTED IN YOUR RESUME. FAILURE TO DO SO WILL DISQUALIFY YOU FROM FURTHER CONSIDERATION.
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Communication and interpersonal relations including the ability to appropriately and courteously relate to internal and external customers. Maintenance of confidentiality of patient/employee information, electronic and print. The medical centers Performance Improvement Program. How to work and function in the medical center in a safe manner, including infection control and the correct operation of equipment.
Skill in applying analytical and evaluative techniques to identification and resolution of issues or problems as they are related to scheduling procedures and audits, workload, compliance with VHA guidelines, accurate data capture.
Knowledge of Medical center goals and objectives and expert knowledge of scheduling directives and provisions related to access to care, computer based systems to perform systematic reviews of information and data, run specialized reports, ensure competency of scheduling procedures, provide appropriate supervisors with recommendations for performance improvement and tailor training to specific needs.
Ability to design, develop, modify and evaluate training presentations, plans, instructions, materials and aids. This includes the ability to coordinate with the facility Education Department and other facility subject matter experts and incorporate and/or modify information and training from the national office.
Demonstrated skill in oral and written communication with a variety of people from different backgrounds and different levels of understanding. This may include Clerical, Technical, administrative and professional (medical and non medical) people at all levels in the agency.
Knowledge in skill in the use of computer equipment with a wide variety of software such as Word, Excel, Power Point, Outlook, Access, Internet and VHA databases to search, extract and organize data, produce reports and prepare a variety of specific working documents such as spreadsheets, instructions, training guides and other similar products.
Knowledge and ability to write effective and clear Standard Operating Procedures pertaining to materials being taught to staff.-Knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, Health Information Portability and Accountability Act (HIPPA), the Freedom act (FOIA) and 38U.S.C. 7332.
Ability to develop and implement quality and process improvement procedures and to preform auditing functions of all persons required to hold the scheduling key or "Make an Appointment" option in Appointment Management in Veterans Health Information Systems and technology Architecture (Vista).
The incumbent has knowledge and experience with VHA scheduling directives and policy.
OR,
Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D., if related.
OR,
Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and graduate level education beyond the first 18 semester hours or 27 quarter hours i.e., beyond the first year is creditable toward meeting the specialized experience requirement.
You will be rated on the following Competencies for this position:
- Attention to Detail
- Customer Service
- Decision Making
- Flexibility
- Integrity/Honesty
- Interpersonal Skills
- Learning
- Reading Comprehension
- Reasoning
- Self-Management
- Stress Tolerance
- Teamwork
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
Physical Requirements: Work is mainly sedentary with little need for physical exertion.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.Requirements
- You must be a U.S. Citizen to apply for this job
- Selective Service Registration is required for males born after 12/31/1959
- You may be required to serve a probationary period
- Subject to background/security investigation
- Selected applicants will be required to complete an online onboarding process
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
- The incumbent has knowledge and experience with VHA scheduling directives and policy.
- Current VHA employees are asked to verify eligibility by submitting a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50).
How you will be evaluated IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.How to apply All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/09/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13111097.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.Other information Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
